Service Quality Support Specialist

Descripción del puesto:

Tasks

As the Service Quality Support Specialist you'll be tasked with supporting the delivery of a unique and exceptional ownership experience to Porsche customers by ensuring high-quality service and customer satisfaction. You'll also provide comprehensive Service Quality support to UK/IE Porsche Centres, ensuring that commercial and operational requirements and standards of warranty delivery are consistently met and aligned with Porsche's brand values.
Responsibilities:
* Complete daily warranty tasks, ensuring accuracy and adherence to department standards.
* Review escalated and high-value claims for compliance with quality and manufacturer requirements.
* Manage and update PRMS support tickets for all prioritised warranty cases.
* Provide expert support to Centres on warranty, goodwill, and campaign queries.
* Ensure all warranty activity complies with manufacturer policies, legal standards, and quality requirements.
* Process warranty claims efficiently to drive customer satisfaction and protect business profitability.
* Support compliant management of recalls and quality campaigns for Porsche Cars GB.
* Monitor warranty performance and implement continuous improvements to raise standards and reduce costs.
* Collaborate with technical, service, parts, sales, training, and quality teams to optimise warranty processes.
* Manage warranty data and reporting, delivering actionable insights via BI tools.
* Participate in Porsche Service Analysis (PSA) on-site activities across the UK and Ireland for dedicated region.
* Actively work towards obtaining relevant auditing certification to enhance expertise and contribute to quality assurance processes.

Qualifications

Minimum Qualifications:
* GCSEs (A*-C / 9-4) in English and Maths, or equivalent
* Minimum 2-3 years' experience in a vehicle warranty or associated environment, either with a manufacturer, dealership, or third-party warranty provider (e.g. RAC, The AA, MotorEasy)
* Good working knowledge of warranty processes, claims handling, and parts pricing
* Proficiency in Microsoft Office, especially Excel and Outlook
Desirable Qualification:
* Relevant bachelor's degree in the automotive industry, or an apprenticeship at Level 3 or above
* Familiarity with Dealer Management Systems (e.g. Keyloop DMS (Kerridge) or Pinewood DMS)
* Experience handling technical warranty queries and escalations
* Familiarity with FCA-regulated extended warranty products
* Previous supervisory or team leader experience
* Technical vehicle knowledge or experience

At a Glance

Porsche Cars GB (PCGB) is the official importer and distributor of Porsche vehicles in the United Kingdom. It is responsible for overseeing the sales, marketing, and service of Porsche cars in the UK, as well as managing a network of authorised Porsche Centres across the country.

Contact

Paige Wright
Recruitment Specialist

paige.wright@porsche.co.uk